Enterprise Customer Success Lead

The role

You will serve as a strategic advisor to complex and high-impact customers to drive adoption, utilization, and business outcomes. You will manage a book of business, mentor team members, and promote Customer Success best practices.

What you will do

• Guide customers toward successful outcomes and increased platform adoption using CentralReach workflows.
• Provide consultative guidance to ABA provider organizations.
• Maintain a positive client health score and NPS.
• Manage relationships throughout various customer lifecycles.
• Proactively engage with assigned book of business.
• Develop and implement customer action plans for adoption and utilization of products.
• Influence and drive customers toward Best Practices.
• Stay up to date with the latest features, product updates, and releases.
• Consistently meet established Customer Engagement and Growth KPIs.
• Partner with Account Managers to drive expansion opportunities via cross-sell and upsell initiatives.

Required qualifications

• Proven Customer Success, Account Management, Consulting, or customer-facing SaaS experience with a track record of driving customer adoption, retention, and growth.
• 2-3 years' experience as a Customer Success Lead.
• Ability to build positive relationships internally and externally.
• Ability to manage conflict resolution and mitigate customer risks.
• Strong project management skills.
• Strong communication and presentation skills.
• Ability to work well with others and collaborate effectively.
• Ability to be empathetic while remaining assertive.
• Ability to work in a fast-paced, team environment with a high sense of urgency.

Nice to have

• Direct experience using CentralReach in an operational, administrative, clinical, implementation, or customer-facing capacity
• Strong knowledge of the ABA industry, including familiarity with provider workflows, clinical operations, and stakeholders such as BCBAs, Clinical Directors, Practice Managers, and Executive Leadershi

Benefits

• competitive compensation
• comprehensive health benefits
• generous PTO
• 401(k) matching
• paid parental leave
• hybrid work schedules
• career development support
• wellness programs
• opportunities to give back through CR Cares™

About the company

CentralReach is a provider of autism and IDD care software for Applied Behavior Analysis (ABA), multidisciplinary therapy, and special education. The company is backed by Roper Technologies, Inc.